... Access Insights Already a Gartner client? As AI adoption accelerates, failing to build data and AI literacy risks value realization, weaker governance, and limited workforce readiness. This guide helps data and analytics leaders support persona-based and role-oriented data, analytics and AI workforce ...
Analyst(s): Sarah James | Sally Parker | Alan D. Duncan
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... Customer service and support leaders can choose metrics that lead them to either reinforce or constructively dissolve channel silos. Use this research to focus your team on metrics that will break down silos to improve multichannel end-to-end customerjourneys and reduce costs. Overview Introduction ...
Analyst(s): Wynn White | Kathy Ross | Eric Keller | Christopher Sladdin
... in successful business continuity management, but many don’t know how to support their organization’s business continuity management program. This journey guide provides guidance on how chief information security officers and cybersecurity leaders can work with their organization’s business continuity ...
... Client Story Driving Sustainability and Efficiency: Malia Group's Journey with Gartner Malia Group, a diversified conglomerate leading in sectors such as fast-moving consumer goods, industries, hospitality, real estate, technology solutions, and fashion, sought to enhance its IT strategy while aligning ...
... Gartner for Customer Service & Support Newsletter The Gartner Customer Service & Support Executive Newsletter includes the latest customer service news, including insights like emerging issues and trends impacting the customer service function, customer service leadership insights and more. Sign up now ...
... data is an organizational necessity. Effective master data management is foundational to AI readiness and many critical business priorities. This journey guide helps data and analytics leaders understand how to establish and evolve master data management as a business capability. Analysis Research Highlights ...
... client? Initiative success depends on employee adoption of new behaviors and technologies, not just project delivery. PMO leaders should use this journey guide to build organizational change management capabilities, launched in phases, and offered in tiered support levels to maximize resources and initiative ...
Analyst(s): Cynthia Phillips | Jennifer Jackson | Aditi Pant | Woojin Choi
... •Assess the current state of agentic AI in customer service and support, including adoption trends, use cases and business value •Evaluate organizational readiness for agentic AI across data quality, workflow design, integration and governance •Understand why many agentic AI initiatives stall before ...
Analyst(s): Daniel O'Sullivan | Kim Hedlin | Ian Elliot
... Client Story Driving Success in the Submetering Business: ista’s Journey with Gartner ista, a leading company in the submetering business, is specialized in helping owners of multifamily houses manage their buildings by measuring heat and water consumption. ista sought the expertise of Gartner to harness ...